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Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town

Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town


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About the Book

Master's Thesis from the year 2016 in the subject Business economics - Offline Marketing and Online Marketing, language: English, abstract: Public services are funded by taxpayers' money. Thus, the ultimate goal of public institutions is providing services to citizens in an effective way. This day, improved services are provided by public institutions due to the implementation of different tools such as BPR, BSC, change army, and citizens' charter. In addition, the services provided by the institutions are causes of satisfaction and dissatisfaction to citizens. Accordingly, to improve the quality of the services provided by the institution continuous follow up and study is needed. Therefore, this study was conducted to assess the effectiveness of service delivery reform, the quest for customer satisfaction in public institutions of AMTA. Accordingly, the study has examined the status of the existing service delivery of the institutions of AMTA. Additionally, attempts have been made to investigate the factors that affect the effectiveness of service delivery of the institutions. To this purpose, data was gathered through questionnaire, interview, FGD, and review of published and unpublished documents. A total of 203 individuals were consulted from 4 institutions and 2 Kebeles i.e. 65 employees, 88 customers, 4 head of offices, 2 Kebele managers, 44 management bodies of the offices and AMTA steering committees. The study result revealed that the service delivery of the institutions is relatively effective; customers of most of the institutions have awareness about the service standards; majority of the institutions have compliant collecting and handling methods; the employees have awareness about the reform programs and service delivery; working environment of majority of the institutions is notconducive; absenteeism; lack of punctuality; and have shortage in IT materials. In order to alleviate the challenge, it is recommended that the implementation of the re
About the Author: My Name is Meseret Ayenew I am Ethiopian, I was Born On April 24, 1980. I have first Degree in Physics From Dilla University, Ethiopia and Masters Degree in Public Policy Studies From Ethiopian Civil service University. I have 18 years of working experience in government Organizations.


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Product Details
  • ISBN-13: 9783668402188
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Spine Width: 8 mm
  • Width: 148 mm
  • ISBN-10: 3668402183
  • Publisher Date: 15 Mar 2017
  • Height: 210 mm
  • No of Pages: 130
  • Series Title: English
  • Weight: 231 gr


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Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town
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Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town
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